When a customer calls, I can review the conversation up until the time I place the customer on park to contact the agent. When I get back on the phone with the customer, the recording is not operable. For example, I received a call from a customer who would like to remove collision from the vehicles on his auto policy. I placed the call on park and the agent was not available. I then picked up the parked call at which time the customer told me in detail which vehicles he would like to remove collision and what day he would like this to be effective. None of this information was recorded because the conversation took place after I had picked up the parked call. This information is crucial for insurance purposes.